Assignment-04

Methods and utilization of technology

for Customer Service Training at Grameenphone Ltd.

Khaled Hassan | 0783527

School of Business, Trent University

ADMN-3230H-B-F01-2023FA-OSH: Training and Development

Christos Orfanidis

October 27, 2023

Aligned with the textbook (Saks & Haccoun, 2019), I have carefully selected one off-the-job,
one on-the-job, and one technology-based training method to create a comprehensive and
engaging learning experience in a 2-day Customer Service training intervention for the 1500
employees of Grameenphone Ltd.
Off-the-job Training Method: Case Study
The case study method is a pivotal choice for our 2-day Customer Service Training at
Grameenphone Ltd. Through carefully curated real-life cases, employees will delve into practical
situations, analyzing complex customer interactions. This method will foster critical thinking,
problem-solving, and decision-making skills. By engaging in group discussions, employees will
gain diverse perspectives, refining their approach to customer service challenges. It will provide
opportunities for exchange of ideas and consideration of possible solutions to problems the
trainees will face in the work situations (Vani, 2014). This approach will ensure a robust learning
experience, preparing employees to handle diverse customer scenarios effectively.
On-the-job Training Method: Coaching
Here experienced coaches will provide personalized guidance, observing employees' customer
interactions. Through real-time feedback, employees will receive tailored advice, honing their
customer service skills. Coaching will foster a supportive learning environment, encouraging
open communication and skill refinement. It will ensure that theoretical knowledge translates
seamlessly into practical application, aligning employees' actions with the desired customer
service standards. The one-on-one nature of coaching will guarantee individual attention, leading
to enhanced customer satisfaction skills among employees. Usually, coaching is directed at
employees with performance deficiencies, but also used as a motivational tool for those
performing well (Alipour, Salehi & Shahnavaz, 2009)
Technology-Based Training Method: Mobile Learning (M-Learning)
In an era of smartphones, M-Learning offers flexibility and accessibility. Through interactive
modules and engaging content, employees can access training materials anytime, anywhere. M-
Learning leverages the ubiquity of mobile devices, ensuring that employees can enhance their
customer service skills on-the-go. But without training and the proper support, mobile
technology utilization can result in disappointment (Le Roux, 2015). In our training program,
interactive quizzes, videos, and simulations tailored for mobile platforms will create an
immersive learning experience. By integrating M-Learning, Grameenphone Ltd. can ensure that
employees have continuous access to training resources, fostering a culture of learning and
excellence in customer service.
By combining these methods, the 2-day training intervention aims to empower Grameenphone
Ltd.'s employees with practical customer service skills, empathy, and confidence. The case study
method encourages critical thinking, coaching provides personalized guidance, and Mobile
Learning (M-Learning) provides immersive learning experiences accessible anytime, anywhere.
Together, these methods will enhance employees' customer service abilities, leading to improved
customer satisfaction and loyalty for Grameenphone Ltd.
 Reference

Saks, A. M., & Haccoun, R. R. (2019). Managing performance through training and

development. (8th ed.) Nelson.

Vani, G. (2014). Use of role play and case study in off the job training: a comparative

analysis. Review of HRM, 3, 225.

Alipour, M., Salehi, M., & Shahnavaz, A. (2009). A study of on the job training effectiveness:

Empirical evidence of Iran. International journal of business and management, 4(11), 63-

68.

Le Roux, S. (2015). Mobile Learning (M-Learning) as a Paradigmatic Mechanism to Facilitate

Technology-Based Learning in a Developing Country. Mobile Learning and STEM: Case

Studies in Practice.